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I&M Capital

I&M Bank Kenya - Our Customer Service Charter

Our Customer Service Charter

This charter outlines our service commitments, guides the behaviour of our staff, and sets the minimum standards of service delivery you can expect from us.

Our Service Values

Our relationship with you will be guided by the following key principles

1
Fairness:
Our relationship with you will be guided by fair and equitable principles at all times.
2
Reliability:
We will endeavour to serve you accurately and deliver on our promises.
3
Transparency:
We will provide information on products and services at every stage of our relationship.
4
Responsiveness:
We will consistently recognise and respond to your changing needs.
5
Equality:
We will not discriminate against any client on any grounds whatsoever
6
Privacy and Confidentiality:
We treat your personal information as private and secure. It won't be revealed without your authorization or legal requirement.

The Right to Professional Service
You have the right to be served with respect and in a professional manner at all times.
The Right to Information
You have the right to access accurate and timely information about our products and services.
The Right to Privacy & Confidentiality
Your personal and financial information will always be kept private and secure.
Transparency, Fairness & Honest Dealings
You have the right to fair, transparent, and honest dealings in every interaction.
The Right to Share Feedback
You have the right to share candid feedback — whether negative or positive — to help us improve.
The Right to Professional Service
You have the right to be served with respect and in a professional manner at all times.

Service Standards To Expect

We are committed to delivering consistent, high-quality service across every channel.

On the Telephone
Standards for phone interactions
  • Greet you politely and have a smile in our voice
  • Listen carefully, establish your concerns and act on them accordingly
  • Respond to your messages within one working day
  • Keep you appropriately informed of the progress of an issue
  • Endeavour not to transfer your call more than once
Face to Face
Standards for in-branch visits
  • Provide a prompt, courteous, friendly and professional service at all times
  • Treat you with respect and value you as our client
  • Listen carefully and identify your needs
  • Provide answers to enquiries or arrange for them to be addressed
  • Accept responsibility for the timely processing of your business

Help Us to Help You

You can help us meet these commitments by doing the following:

  • Provide Accurate Details
    Give us accurate and complete details when you contact us so we can assist you effectively.
  • Treat Our Staff With Respect
    Treat our employees with courtesy and respect in all interactions.
  • Schedule an Appointment
    Phone ahead to make an appointment if you have a complex enquiry or need to see a specific employee.
  • Share Your Feedback
    Provide feedback to enable us to continuously improve our service to you.
Customer service

Addressing Client Complaints

We recognise that things may not always meet expectations. We have a standard procedure to ensure we investigate your complaint fully and fairly.

Client consultation
  • Immediate Resolution
    Some complaints can be dealt with immediately upon contact with our team.
  • Written Acknowledgement
    Where immediate resolution is not possible, we will acknowledge your complaint in writing or by telephone to confirm we have understood your concerns correctly.
  • Status Update within 2 Working Days
    Depending on the nature of the complaint, we will keep you informed about the status within 2 working days as investigations may be required.
  • Regular Updates & Outcome
    We will provide regular updates on the outcome of our investigations and proposed actions until resolution.